CX Contributor-Sinch Annual Report

by | Jan 23, 2023 | Media | 0 comments

In today’s digital age, retailers and e-commerce businesses are constantly faced with the challenge of staying relevant and competitive. As consumer expectations continue to rise, it’s becoming increasingly important for brands to provide exceptional customer experiences (CX) that go beyond the sale. But what kind of experiences are consumers actually looking for, and how can businesses adapt to meet these expectations?

To answer these questions, we conducted a survey of 3,000 retail and e-commerce customers worldwide, and the results were intriguing. In this article, we’ll take a closer look at the key trends transforming CX in retail and e-commerce, and what businesses can do to keep up with the evolving demands of their customers.

Trend 1: Two-way is the only way

One of the most significant trends we identified is the importance of two-way communication between businesses and their customers. Our survey found that more than half of customers (53%) become frustrated when they receive mobile messages they can’t reply to. This suggests that customers overwhelmingly want messaging to be about having a conversation, not just another way to get bombarded with unwanted marketing.

Fortunately, the technology to enable more conversational commerce does exist. Messaging is a channel that is specifically designed for this purpose, and businesses that embrace it can offer their customers more engaging in-message experiences. The result? A win-win for both businesses and customers.

Trend 2: Give them experiences that delight

Another key trend we identified is the importance of providing experiences that delight customers. According to our survey, 28% of customers remember positive experiences for over a year, while 43% remember negative experiences for the same length of time. In other words, customer expectations for great experiences are higher than ever, and businesses that fail to meet these expectations risk driving customers away for good.

However, there’s also a huge opportunity here for brands that embrace new technological possibilities. Customers are actively asking for more information to guide their buying journey, and businesses that can provide this information in a way that’s engaging and memorable will reap the rewards.


In conclusion, the key to success in retail and e-commerce is to stay ahead of the curve when it comes to CX. By embracing new technologies, providing engaging two-way communication, and delivering experiences that delight, businesses can build lasting relationships with their customers and drive real, sustainable growth. So, what’s in store for retail and e-commerce in the coming years? The answer lies in rethinking CX and keeping up with the evolving demands of consumers.

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